Job Title: Student Health & Wellness Administrative Assistant
Requisition #: 23-228R1
Campus: Doon
Department: Student Health & Wellness
Payband: F
Starting Rate: $30.00
Payband Range: $30.00 - $34.77
Hours/Week: 37.5
Posting Date: Tuesday, November 7, 2023
Closing Date: Sunday, November 19, 2023 at 11:59 PM EST
Vacancy Type: Support Staff - Full-time
Description: Support Staff Full-time New Position (First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements) The Student Health & Wellness Administrative Assistant works as an integral member of the Student Health and Wellness team. The incumbent is the first point of contact for students exploring services and engaging with Student Health and Wellness Services (Medical Care, Counselling and Peer Support) and provides frontline customer service, assesses inquiries, and makes decisions regarding the nature and immediacy of client needs, and problem-solves urgent situations and crises to ensure responsive client service. The Administrative Assistant works closely with management and staff in Student Success Services to ensure effective workflow processes, consistency in data collection and management, and efficient financial management processes are followed.
Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the needs of the department working on-site 5 days per week.
Responsibilities:
- Front Line Customer Service
- Provides front-line communication in person, via telephone, and online
- Authenticates client information by requesting identification, including One Card along with OHIP or other private insurance information upon each visit
- Schedules appointments into Nurse Practitioner, Physician, Counsellor, and Staff calendars and explains appointment booking and billing protocols to clients
- Contacts clients to book follow-up appointments when deemed necessary by a physician, nurse practitioner, or counsellor
- Assists with monitoring all Student Health and Wellness email accounts for client inquiries regarding health and wellness, including providing referrals to internal college and community resources, answering service questions, and front-line responses to complaints and concerns
- Provides timely and accurate information and direction to clients, staff, and visitors concerning Student Success Services in a customer service-oriented environment
- Provides guidance and support to clients experiencing problems accessing or obtaining information and services, and refers to appropriate services (such as CSI, WIL, International, etc.)
- Explains records retention and sharing procedures to clients and staff
- Assists clients with the completion of forms, including health questionnaires, the release of information consent forms, insurance forms, etc.
- Clerical Support for Student Health & Wellness Services
- Compiles data and submits statistic reports to the Manager
- Acts as the primary point of contact for Physician and staff inquiries regarding EMR support, IT services, Maintenance requests, and Housekeeping Services
- Ensures medical records, both paper and electronic, are appropriately collected, stored, shared, and disposed of, following privacy and retention guidelines for health information
- Assists with sending and tracking referral requests to external Specialists and follows up when needed and coordinates with the client when appointments have been set
- Verifies lab reports have been received
- Assists with updating and storing external specialty referral lists in EMR
- Maintains an up-to-date Urgent Care Clinic, Hospital, and Pharmacy list for clients
- Assists with urgent care needs by providing First Aid/CPR backup; Assists the nurse in the safety of fainting or seizing patient
- Schedules team, working group, committee meetings, and reoccurring bookings into calendars
- Uploads workshops and groups to the Co-Curricular portal and monitors/records attendance
- Updates and maintains orientation materials for new employees in Student Health and Wellness
- Assists with the production of materials (e.g. photocopying, collating materials, assembling packages, counting/verifying supplies, generating sign-up lists, etc.) to support service delivery and College outreach events, and new staff orientation/training
- Monitors, organizes, and replenishes general office supplies, instructional supplies, and items for supplementary supports
- Coordinates orientation and training for new staff and Physicians
- Financial Administration
- Balances, completes, and remits cash reports, employee expense reports, and third-party billing payments
- Monitors, reconciles, and records budget expenses for credit card purchases, POs, internal charge-overs, etc.
- Completes and submits order and work requisitions, which includes internal stationary, printing, special events, courier services, and facilities management
- Completes purchases, including sourcing and obtaining quotes for services/supplies/furniture, contacting vendors, and liaising with the internal Finance department
- Collects fees for uninsured services and updates accounts accordingly
- Settles day-to-day collections for uninsured services for Physicians, Nurse Practitioners, and the Medical Care Clinic by running batch queries on the point-of-sale machine at the end of each day
Qualifications:
- One-year Certificate in Health Office Administration or Medical Office Administration
- Three years of Administration experience in a healthcare office, with experience in assessing the urgency of client needs
- First Aid and CPR Certificate
- Good working knowledge of electronic medical record systems
- Demonstrated customer service skills to deal tactfully and effectively with a variety of stakeholders including vulnerable clients
- Excellent knowledge of medical terminology
- Minimum 50 words per minute typing speed
- Clear understanding of Accounts Payable and Receivable processes
- Clear and concise communicator with the ability to ask appropriate questions to better understand inquiries before responding
- Excellent judgment and sensitivity when dealing with vulnerable or difficult clients and requests for information that are sensitive in nature
- Ability to obtain and analyse information to respond appropriately to urgent health care needs of clients
- Advanced skills in Microsoft Office (Word, Excel, Outlook, PowerPoint, Publisher, OneNote)
- Demonstrated ability to learn and adapt to new/emerging technology tools
- Knowledge of electronic medical record systems OHIP billing, medical office systems, and medical terminology
- Demonstrated understanding of privacy legislation (PA, PHIPA, PIPEDA, FIPPA, OMA, and OCSWSSW) and the ability to apply best practices in maintaining the confidentiality of health information
- Ability to establish positive working relationships with clients and colleagues
- Excellent problem-solving and conflict resolution skills
- Strong time management skills and ability to work with tasks with competing priorities
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